Upgrade Inc.
Director, Workforce Management
Phoenix · Director
Sponsorship not specifiedDetected 13 days ago
SQLData AnalysisData VisualizationForecastingRecruitingCustomer SupportLeadershipCommunicationMentoring
About the role
- The Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection point.
Responsibilities
- Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI - spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
- Define and drive the WFM automation roadmap - queue monitoring, agent skilling, overflow strategy, and system integration - championing the shift from manual to automated, scalable processes
- Partner with PSC Technology, Ops Product, and Analytics to ensure tooling integrations, forecasting models, and dashboards are stable, current, and actionable for leadership
- Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
- Executive presence and communication skills; experience building or significantly maturing a WFM function
- Come join us and help build a better financial future for millions of people.
Requirements
- 8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center
- Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
- Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
Nice to have
- Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
- Background in fintech, financial services, or a high-growth startup environment
- Competitive 401(k) and RRSP program
- Opportunities for professional growth and development
- Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties.
- Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee.
- Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.
- English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.
Compensation
- Competitive salary and stock option plan
Benefits
- Competitive salary and stock option plan
- Medical, dental and vision insurance with employer paid options
- Paid parental leave
- Health & wellness initiatives
- We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Company info
- Upgrade helps customers move in the right direction with affordable and responsible financial products.
- Since 2017, we've helped over 7.5 million customers access over $42 billion in consumer credit.
- With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future.
- We're looking for new team members who get excited about designing and delivering new and better products.
Equal opportunity
- We are an equal opportunity employer and value diversity at our company.
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This listing is sourced directly from Upgrade Inc.'s careers page and normalized into a canonical job model.